Customer Success Manager (Performance Marketing)

ActiveProspect provides consent-based marketing products that help businesses acquire qualified customers at scale. The Customer Success Manager will advise lead-generation and performance-marketing partners, optimize platform adoption and lead performance, manage renewals and growth, and collaborate cross-functionally to drive retention and customer outcomes.

Responsibilities:

• Manage a portfolio of accounts that includes both Tier 1 and Tier 2 partners & customers
• Build and nurture long-term, multi-threaded relationships with multiple key stakeholders per account, including decision-makers and champions
• Conduct strategic reviews throughout the year for accounts, aligned to customer goals and KPIs
• Become a subject matter expert in your client’s business models, industry dynamics, and evolving needs
• Ensure clients realize ROI by monitoring platform usage using internal tools (Omni, Salesforce, etc.) and aligning to strategic outcomes
• Deliver enablement check-ins, user audits, or training sessions tailored to customer tier and needs
• Identify and proactively address friction points or risk signals through tailored action plans
• Collaborate with Customer Marketing to deliver targeted content and campaigns to support adoption
• Own renewals and close upsell/cross-sell opportunities for assigned accounts
• Create and maintain success plans that inform commercial strategy and account health
• Forecast renewals and expansion with accuracy and communicate status proactively
• Partner closely with Sales, Implementation, Support, and Product teams to ensure a seamless customer experience
• Share client feedback and feature requests with Product and Engineering to help influence the product roadmap and improve the customer journey
• Maintain accurate and up-to-date records of customer information and interactions in CRM and customer success platforms (e.g., Salesforce)
• Contribute to team playbooks, onboarding content, and best practices based on enterprise account experience
• Mentor CSMs and share enterprise relationship-building expertise across the CS team

Requirements:

• 8+ years of experience in Customer Success, Account Management, or Client Services within lead generation, performance marketing, marketing technology, or a lead marketplace
• Demonstrated experience managing relationships with lead generators, aggregators, publishers, lead buyers, or marketing agencies
• Strong understanding of lead acquisition, lead routing, lead distribution, data quality, and performance reporting
• Experience managing lead quality and distribution challenges, including buyer requirements, lead rejections, duplicates, response times, lead scoring, and conversion optimization
• Working knowledge of consumer consent capture, documentation, disclosures, and compliance-related workflows, including the ability to collaborate with legal and compliance teams on regulatory matters
• Strong analytical skills with experience leveraging lead volume, acceptance rates, conversion rates, CPL, revenue per lead, and source performance to drive customer success and identify growth opportunities
• Proven ability to build strong customer relationships, manage competing priorities, and translate business objectives into actionable strategies
• Strong communication, problem-solving, and cross-functional collaboration skills